topic Re: Making and receiving calls in Get Support

Making and receiving calls

enidcundari — Mon, 06 Mar 2023 15:19:49 GMT

Hi there,

I am unable to make or receive calls on my phone. I have autopay setup and March 6th was my renewal date. The message I am hearing when trying to make or receive a call, it says my account does not have an active plan. I can text, the account is fully paid.

Please help this is ridiculous as I rely on the phone for my kids

I've submitted two tickets

Re: Making and receiving calls

esjliv — Mon, 06 Mar 2023 15:20:56 GMT

@enidcundari

Can you try your SIM into another phone? If calls still don't work Turn off VoLTE if you have a VoLTE enabled phone. If that does not work, go back to your SENT messages and ask for an update on your ticket.

Perhaps you are affected by this: https://productioncommunity.publicmobile.ca/t5/Announcements/Resolved-Service-Impacts/td-p/955119

Re: Making and receiving calls

Ahrtn — Mon, 06 Mar 2023 15:28:18 GMT

I am in the exact situation. Trying to figure this out ASAP as I need to use my phone for work…

Re: Making and receiving calls

esjliv — Mon, 06 Mar 2023 15:29:21 GMT

@Ahrtn wrote:
I am in the exact situation. Trying to figure this out ASAP as I need to use my phone for work…

@Ahrtn - submit a ticket to CSA.

Public Mobile Representatives customer support agents (CSA) can be contacted by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: Making and receiving calls

will13am — Mon, 06 Mar 2023 15:29:54 GMT

@enidcundari , the loss of calling is an issue that have affected a number of customers in recent days. The problem seems to be exacerbated by a renewal. I had the problem and a friend just informed me of the problem today. Just wait patiently for the ticket to be looked into.

Re: Making and receiving calls

will13am — Mon, 06 Mar 2023 15:33:13 GMT

@esjliv wrote:
@enidcundari
Can you try your SIM into another phone? If calls still don't work Turn off VoLTE if you have a VoLTE enabled phone. If that does not work, go back to your SENT messages and ask for an update on your ticket.

Perhaps you are affected by this: https://productioncommunity.publicmobile.ca/t5/Announcements/Resolved-Service-Impacts/td-p/955119

Although they mentioned VoLTE in the announcement, I am somewhat skeptical. I have a pixel phone that is VoLTE compatible. However, I do not have a setting to turn the feature on and off. In any event, my problem went away on its own before my ticket was looked into.

Re: Making and receiving calls

Mikester80 — Mon, 06 Mar 2023 15:35:44 GMT

I have same issue

Re: Making and receiving calls

softech — Mon, 06 Mar 2023 15:38:13 GMT

@Mikester80 Pretty sure PM is aware of the situation, but please still open a ticket with Pm support so they can help:

Please open ticket with PM support using Chatbot:

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

Re: Making and receiving calls

talexanderarab — Mon, 06 Mar 2023 15:38:47 GMT

I am also having this issue. I am NOT happy about it. I am needing to get a call from a surgeon to update me on a family members surgery.

Re: Making and receiving calls

Sblandin — Mon, 06 Mar 2023 15:42:04 GMT

Same issue as original poster.

Re: Making and receiving calls

RongAn — Mon, 06 Mar 2023 15:44:15 GMT

I am having the exact same problem. Please post when you get it resolved.

Re: Making and receiving calls

softech — Mon, 06 Mar 2023 15:45:38 GMT

@RongAn wrote:
I am having the exact same problem. Please post when you get it resolved.

@RongAn Please come back and check the Community here

but it is better to open ticket with PM support so they are aware you are one of the affected

Please open ticket with PM support using Chatbot:

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

Re: Making and receiving calls

Mikester80 — Mon, 06 Mar 2023 15:47:17 GMT

It's almost like they are not processing the payment? Mine was due March 6 as well and I'm on autopay. Same issue

Re: Making and receiving calls

enidcundari — Mon, 06 Mar 2023 15:48:10 GMT

Here's the answer:

"After checking, we saw that your rateplan had not been renewed. We did some troubleshooting on the account and, as your $41.25 4GB rateplan was no longer available, I took the liberty to change to the existing $40 15GB rateplan. The rateplans are identical (unlimited calling and texting), the only difference being that this plan is $1.25 cheaper and comes with 11GB extra."

Nice if they actually reached prior to shutting it off when they change the plans